Position: Senior Technical Support Specialist/Level 2 (Austin – Onsite 5 days a week)
We’re seeking a dependable, detail-oriented professional who thrives on solving complex problems and ensuring systems run smoothly. As a Senior Technical Support Specialist/Level 2 IT Support, you’ll handle advanced support requests, troubleshoot issues, and serve as a trusted escalation point for the team. Your focus on accuracy, stability, and reliable solutions will directly contribute to delivering a seamless client experience.
This position is best suited for someone who is analytical, conscientious, and motivated by delivering consistent, high-quality results.
Responsibilities:
- Provide Level 2 technical support across phone, email, chat, and remote tools
- Diagnose, replicate, and resolve complex software and hardware issues
- Monitor system performance and proactively address technical concerns
- Act as an escalation resource for internal teams, ensuring quick and effective resolutions
- Configure, test, and support hardware devices and related software
- Provide remote guidance during client installations and setups
- Manage equipment returns/replacements with clear documentation and timely follow-up
- Collaborate with cross-functional teams to support smooth deployments
- Maintain accurate case notes and contribute to internal knowledge sharing
- Help refine support processes and tools for greater team efficiency
- Consistently meet KPIs, SLAs, and project deadlines
What You Bring
- 3+ years of experience in a technical support role (covering both cloud software and hardware)
- Proficiency with tools like TeamViewer, HubSpot, and standard office software
- Experience with digital signage systems, CMS platforms, and RSS feeds (preferred)
- Strong documentation habits and a client-focused mindset
- Commitment to producing reliable, high-quality work
You’ll Thrive Here If You
- Excel in environments that value precision and reliability
- Approach troubleshooting with patience and thoroughness
- Appreciate working in a close, collaborative team
- Take pride in producing accurate, professional work
- Value structure, clear expectations, and defined processes
Success in This Role Looks Like
- Consistently resolving issues within SLA targets
- Building trust with clients through dependable support
- Maintaining strong system uptime through proactive monitoring
- Expanding team knowledge through documentation and shared learnings
- Delivering clear, well-organized updates to colleagues and clients
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